Service Desk Analyst

Job Description

Job Responsibilities:

- Troubleshoot software, hardware and connectivity issues remotely.

- Ability to understand & articulate root cause on customer issues.

- Log all Service Desk contacts into Incident Management System (ServiceNow)

- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.

- Familiarity with encryption and security tools and triaging within this environment.

- Assist customers in gaining access to various systems and servers.

- Provide support for remote employees using Citrix environments.

- Deploy/patch software using LANDesk technologies.

- Communicate call trends and challenges team meetings.

- The ability to take on small projects from start to finish.

- Knowledge Base and process documentation skills.

- Work closely with the team to resolve or properly close aging tickets.

- Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.

- Maintain a high degree of customer service for all support queries and adhere to all service management principles.

- Analyze and resolve incidents with a goal of 90% First Call Resolution

Requirements:

- Prior Service Desk or Desktop Support experience required

- Incident Management experience

- Basic user & security group Active Directory administration experience

- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10

- Experience with using and troubleshooting Outlook 2010, 2013, Office 365 within a corporate network environment (permissions, calendaring, delegation)

- Familiarity supporting VPN issues

- Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory

- Familiarity with home network troubleshooting